The Voice of Customer (VOC) Techniques

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The Voice of Customer (VOC) Techniques

Course Details

Cost

$8/mo

Skillshare offers a wide variety of free and Premium courses on creative skills, marketing and more.

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  • On demand

Course Provider

Skillshare online courses
In Skillshare’s unique philosophy, everyone is a teacher, and everyone is a learner. Rather than a traditional lecture format, courses are offered within a global online learning community in which learners collaborate and learn by doing. Instructors are industry leaders who share their skills with anyone who wants to learn. No credits are offered. Founded by online entrepreneurs Michael Karnjanaprakorn and Malcolm Ong, Skillshare’s online “campus” was launched in April 2011. Its catalog h...
In Skillshare’s unique philosophy, everyone is a teacher, and everyone is a learner. Rather than a traditional lecture format, courses are offered within a global online learning community in which learners collaborate and learn by doing. Instructors are industry leaders who share their skills with anyone who wants to learn. No credits are offered. Founded by online entrepreneurs Michael Karnjanaprakorn and Malcolm Ong, Skillshare’s online “campus” was launched in April 2011. Its catalog has grown from 15 to more than 250 online courses that cover creative arts, entrepreneurship, branding and marketing, lifestyle and technology. The School of MakeOurMark, with courses in photography, illustration and tattooing, was launched in October 2013, and the School of Design went live the following month. Among the instructors who have taught courses are Seth Godin, founder of online marketing firm Yoyodyne, who teaches a class on entrepreneurship; DJ Young Guru, who leads a course on mixing and recording; and actor, writer and director James Franco, whose course focuses on screenwriting for short films. You can begin a Skillshare collaboration by taking an introductory course in a particular area to learn, for example, the fundamentals of Photoshop and expand your knowledge with a five-part, in-depth Photoshop series.

Provider Subject Specialization
Arts & Design
Business & Management
32 reviews

Course Description

Capturing customer feedback is essential in every profession. There are so many techniques to capture your customer's voice. It naturally becomes difficult to determine which voice of customer (VOC) technique can be prove to be most useful. This training will help you to first understand the traditional and the new age VOC techniques. It will then articulate the benefits and challenges of each technique. You will also understand what outcome can you expect by using which VOC technique.

Learn the Voice of Customer Techniques and Master the Art of Using the Right Technique in the Right Situation at the Right Time.

Important benefits of this program:

  1. Recognize the different types of customers.
  2. Find the different ways in which you can segment your customers.
  3. Enhance your skills by learning some real life case-studies (such as how Kellogg's failed in new markets, etc).
  4. Learn the traditional vs. new way...

Capturing customer feedback is essential in every profession. There are so many techniques to capture your customer's voice. It naturally becomes difficult to determine which voice of customer (VOC) technique can be prove to be most useful. This training will help you to first understand the traditional and the new age VOC techniques. It will then articulate the benefits and challenges of each technique. You will also understand what outcome can you expect by using which VOC technique.

Learn the Voice of Customer Techniques and Master the Art of Using the Right Technique in the Right Situation at the Right Time.

Important benefits of this program:

  1. Recognize the different types of customers.
  2. Find the different ways in which you can segment your customers.
  3. Enhance your skills by learning some real life case-studies (such as how Kellogg's failed in new markets, etc).
  4. Learn the traditional vs. new ways of capturing customer VOC.
  5. Recognize the strengths and weaknesses of each VOC technique.
  6. Understand when to use a particular VOC technique to get the best practical results.
  7. A special segment outlines how companies are using latest VOC techniques to enhance customer satisfaction (e.g. how Samsung Canada used social media to fulfill a loyal customer's wish and received significant media coverage for their act of kindness).
  8. Learn each VOC concept with easy to understand and interesting use of animations. 

Voice of Customer technique is used at the start of any new product, process or service design initiative in order to better understand the customer's wants and needs.

The course is outlined in 13 lectures. Content flow is outlined as below:

  1. What is the "Voice of Customer"?
  2. What is a "Customer"?
  3. How can we segment customers?
  4. Significance of Internal and External Customers
  5. Customer Segmentation by Demographics
  6. The Kellogg's Case Study
  7. Customer Feedback (An Overview)
  8. Ways to capture Customer Feedback
  9. New Age VOC Collection Methods - Part 01
  10. New Age VOC Collections Methods - Part 02
  11. Real Life Examples of VOC capture on Social Media
  12. What did we learn from this training?

The content of this course is created by professionals who have spent at least 15-20 years (at minimum) dealing with customers in several global industries. The program is animated and designed by industry professionals who specialize in creating highly engaging training videos. The course design is unique because the lectures and the real-life case studies are outlined to enhance your learning in the most engaging and interactive way.

In summary, winning our customers is very difficult in this fast paced and highly competitive market place. Determining customers expectations is essential and is the very first step to win them. A customer will highly appreciate if you are able to understand his wants and needs and reciprocate accordingly. The Voice of Customer Techniques course is all about determining customer wants and needs. 

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